Customer Service Operations Lead — Strategic Performance

SummitNext Technologies Sdn Bhd; Sungai Petani; On-site; MYR 56,000 - 78,000; Full time

Benefits offered by this job

Birthday Leave

Maternity leave

Parental Leave

Annual Leave

Opportunities for promotion

Professional development

EPF & Socso

Job summary

SummitNext Technologies Sdn Bhd is seeking an Assistant Operations Manager – Customer Service in Sungai Petani, Kedah. You will lead and manage customer service operations, ensuring high-quality service, client satisfaction, and continuous improvement.

The role requires strategic thinking, ownership of performance, and the ability to challenge requests when needed to protect service delivery and KPIs. Expect a fast-paced environment with strong stakeholder engagement.

Qualifications

• Minimum 5 years of experience in Customer Service, Contact Centre, or BPO Operations.
• Minimum 2 years in a leadership or management position, preferably managing Team Leaders or multiple teams.
• Proven experience managing customer service operations and performance KPIs.
• Experience handling client or stakeholder relationships is preferred.
• Strong understanding of contact centre and customer service metrics.
• Experience in managing escalations and performance improvement initiatives.
• Strong analytical and problem‑solving skills.
• Excellent communication, presentation, and stakeholder management skills.

Responsibilities

• Take ownership of the overall performance and delivery of assigned customer service operations.
• Ensure daily operations are efficient and aligned with client requirements, SOPs, SLAs, and KPIs.
• Monitor performance and proactively identify operational issues, risks, and gaps.
• Lead client meetings, operational reviews, and performance discussions.
• Manage escalations and take action to prevent recurring issues.
• Build strong relationships with clients and internal stakeholders.
• Develop improvement and training plans with relevant stakeholders.

Skills

Customer service

Leadership

KPIs

Stakeholder management

Strategic thinking

Problem solving

Communication

Ownership

Job description

SummitNext Technologies Sdn Bhd is seeking an Assistant Operations Manager – Customer Service in Sungai Petani, Kedah. You will lead and manage customer service operations, ensuring high-quality service, client satisfaction, and continuous improvement.

The role requires strategic thinking, ownership of performance, and the ability to challenge requests when needed to protect service delivery and KPIs. Expect a fast-paced environment with strong stakeholder engagement.